Comments and complaints
How to make a complaint
The designated complaints officer for Family First GP is Tracey James. Tracey James is contactable on 01494 867070 or firstname.lastname@example.org. If you wish to lodge a complaint, Tracey James will be informed and will deal with the matter. If you make a complaint it will not detract from the standard of care and treatment offered to you in any way.
If you have a complaint, do talk to us as soon as possible, as the longer you wait the less clear the circumstances become and the harder it can be to find a solution.
If you are acting on behalf of a patient who wishes to make a complaint about the practice or any aspect of the medical care that they have received, written consent must be provided by the patient on whose behalf the complaint is being lodged. In some circumstances, your relative, carer or friend may raise concerns or make a complaint on your behalf. A parent or legal guardian can make the complaint on a child's behalf if the child is under the age of 18.
You may choose to make a complaint in person or in writing. If the complaint is made in person, you will be taken into a private area and time given to make the complaint in full. If the complaint is made in writing, the complaint will be recorded as such and you will be invited to lodge an official complaint, laying out in detail the circumstances of the complaint. This will allow us to deal with the complaint in a recorded and structured manner.
Tracey James will record the relevant information on a complaint form. The matter will be fully investigated and a report or an acknowledgement of the complaint will be supplied to you within 3 working days. You will be informed in writing of the stages of the investigation and any action taken.
A full response will be made within 20 working days of receipt of the complaint, or where the investigation is still in progress, you will be sent a letter explaining the reason for the delay and a full response will be made within five days of a conclusion being reached.
Depending on the nature of the complaint we will endeavour to resolve the complaint to your satisfaction and you will be supported in your access to this procedure.
If for any reason you remain unhappy with the way the complaint has been handled, you can contact the Health Service Ombudsman. The contact details are:
The Patients Association
PO Box 935
Harrow HA1 3YJ
telephone: 0845 608 4455
Comments and feedback
We are always grateful for patient comments and feedback. PLease do talk to us by phone, in person or use the form below to get in touch.